Return refund policy

1. Return Period

You may return most new, unopened items within 30 days of delivery for a full refund. Items returned after 30 days may not be eligible for a refund.

2. Eligibility for Returns

2.1 Items That Can Be Returned

• New, unused items in original packaging
• Items with original tags and labels attached
• Items accompanied by proof of purchase
• Items that are not damaged by customer use

2.2 Items That Cannot Be Returned

The following items are not eligible for return unless defective:

• Opened beauty or personal care products
• Intimate or sanitary goods
• Perishable items
• Gift cards
• Downloadable software or digital products
• Custom or personalized items
• Final sale or clearance items (marked as such)

3. How to Initiate a Return

To start a return, please follow these steps:

1. Contact our customer service team at returns@theordlnary.com within 30 days of receiving your order
2. Provide your order number and reason for return
3. Wait for return authorization and shipping instructions
4. Package the item securely with all original packaging and accessories
5. Ship the item using the provided return label (if applicable)

4. Return Shipping

4.1 Who Pays for Return Shipping?

• Defective or Wrong Items: We will provide a prepaid return label
• Change of Mind: Customer is responsible for return shipping costs
• Free Returns: Some items may qualify for free returns as indicated on the product page

4.2 Shipping Costs

If you're responsible for return shipping, costs will be deducted from your refund. We recommend using a trackable shipping service.

5. Refund Process

5.1 Inspection

Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund.

5.2 Refund Approval

If your return is approved, we will process your refund to your original payment method. You will receive:

• Full product price refund
• Original shipping costs (if the return is due to our error)
• Less any return shipping costs (for customer-initiated returns)

5.3 Refund Timeline

• Processing Time: 5-7 business days after we receive your return
• Bank Processing: Additional 3-10 business days depending on your financial institution
• Total Time: Generally 1-2 weeks from when we receive the item

5.4 Partial Refunds

Partial refunds may be granted in the following situations:

• Items not in original condition or damaged (not due to our error)
• Items returned more than 30 days after delivery
• Items missing parts not due to our error
• Items showing signs of use beyond inspection

6. Exchanges

6.1 Exchange Policy

We currently offer exchanges for:

• Defective or damaged items
• Wrong items sent
• Size or color exchanges (subject to availability)

6.2 How to Request an Exchange

Contact us at exchanges@theordlnary.com with your order number and the item you'd like to exchange. We'll guide you through the process.

7. Defective or Damaged Items

7.1 Reporting

If you receive a defective or damaged item:

• Inspect your order upon receipt
• Contact us within 48 hours with photos of the damage
• Include your order number and description of the issue

7.2 Resolution

For defective or damaged items, we will:

• Send a replacement at no charge, or
• Issue a full refund including shipping costs
• Provide a prepaid return label (no cost to you)

8. Wrong Item Received

If you receive the wrong item:

• Contact us immediately at support@theordlnary.com
• We will send the correct item at no charge
• We will provide a prepaid label to return the wrong item
• You will receive a full refund if the correct item is unavailable

9. Late or Missing Refunds

If you haven't received a refund yet:

1. Check your bank account or credit card statement
2. Contact your credit card company (processing can take time)
3. Contact your bank (processing delays may occur)
4. If you've done all this and still haven't received your refund, contact us at refunds@theordlnary.com

10. Sale and Promotional Items

10.1 Sale Items

Sale items can be returned following the same policy as regular-priced items, unless marked as final sale.

10.2 Final Sale Items

Items marked as "Final Sale" cannot be returned or exchanged unless defective.

11. International Returns

11.1 International Customers

International customers are responsible for:

• Return shipping costs
• Any customs duties or import taxes incurred
• Ensuring items comply with import regulations

11.2 Customs and Duties

We cannot refund customs duties, taxes, or brokerage fees. Please check your local regulations before ordering.

12. Restocking Fees

We do not charge restocking fees for standard returns. However, specialized or custom items may be subject to a restocking fee of up to 20% if returned.

13. Cancellations

13.1 Order Cancellation

You may cancel your order before it ships by contacting us immediately. Once an order has shipped, you must follow our return process.

13.2 Refund for Cancelled Orders

Cancelled orders will be refunded to the original payment method within 3-5 business days.

14. Lost or Stolen Packages

14.1 Carrier Responsibility

We are not responsible for packages marked as delivered by the carrier. Please contact the shipping carrier for assistance.

14.2 Insurance

For high-value orders, we recommend purchasing shipping insurance at checkout.

15. Warranty Information

Some products may come with manufacturer warranties. Please refer to the product documentation for warranty details. Warranty claims should be directed to the manufacturer.

16. Contact Us

If you have questions about our Return & Refund Policy, please contact us:

• Email: returns@theordlnary.com
• Phone: Available on our contact page
• Website: https://theordlnary.com/contact
• Response Time: We aim to respond within 24-48 hours

17. Policy Updates

We reserve the right to update this Return & Refund Policy at any time. Changes will be posted on this page with an updated revision date.